SAP Knowledge Base Article - Public

3388901 - Deletion Of Registered Product Clears Involved Parties On Ticket

Symptom

When deleting Registered Product on a Ticket, the Determined Involved Parties such as Ship-To and Account is also deleted.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to Service WoC
  2. Go to Tickets view
  3. Open Ticket XYZ; XYZ is any Ticket in the system
  4. Remove the Registered product
  5. Check that the party Ship-To and Account is getting cleared

Cause

Ship-To and Account Party determination method is "14- Provided Automatically by Installation Point or Installed Base" as per the configuration.

Hence clearing Registered Product also clears these Parties.

Resolution

System is working as configured.

If you do not want party determination to happen from Installation Point, uncheck the step " Installed Base / Registered Product " from the determination method.

Steps:

  1. Go to Business Configuration Work Center
  2. Go to Implementation Projects view
  3. Select the Project and Open Activity List
  4. In the Fine Tune Activities search and open Tickets for Customer Support
  5. Click on Maintain Involved Parties
  6. Select the party (Ship-To/ Account) for which party determination needs to be defined.
  7. Click on Maintain Determination
  8. Uncheck the step " Installed Base / Registered Product " 

Keywords

Involved Parties , Delete , Registered Product , Installation Point , Ship-To , Installed Base , Determination Method , Clear
, KBA , LOD-CRM-SRP-PAP , Ticket - Party Processing , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer core applications all versions